Client Services Agent

This is a fully remote position, open to applicants in Illinois, +2 more states.

📋 Description

• Assist both employers and employees throughout the enrollment process.

• Manage paperwork and handle electronic communications efficiently.

• Conduct precise data entry across various databases while adhering to deadlines.

• Build, nurture, and enhance relationships with clients and program stakeholders.

• Comprehend and convey program guidelines, regulations, and implementation requirements.

• Serve as a communication link between clients and Acumen departments.

• Deliver daily client support by receiving, investigating, and resolving inquiries within agreed timeframes.

• Ensure adherence to state and federal regulations.

• Handle escalated issues involving client families and state agencies.

• Create strategies to promote program growth through marketing, education, and community outreach.

• Collaborate with internal teams to address issues effectively.

• Manage varying volumes of calls and emails.

• Provide customer service via phone and electronic communication.

• Occasionally work weekends, weeknights, and holidays as needed by clients.

• Carry out other related tasks as assigned.

• Uphold the company's compliant cybersecurity framework by adhering to policies, procedures, standards, and guidelines.

⛳️ Requirements

• Minimum of one year experience in data entry (manual input of information into databases).

• Must reside in PA, OH, IL, or IN.

• Previous experience in customer service and/or client relations.

• Familiarity with using multiple applications concurrently.

• Proficiency in Microsoft Word, Excel, PowerPoint, Internet, Email, and PDFs.

• Capability to manage fluctuating inbound and outbound call volumes.

• Flexibility to work on weekends, weeknights, and holidays as required.

• Ability to prioritize and successfully manage competing requests.

• Strong professional oral and written communication skills.

• Attention to detail and critical thinking abilities.

• Basic mathematical skills.

• Exceptional organizational skills, time management, and task orientation.

• Ability to navigate complex client situations and multiple deadlines.

• High school diploma or equivalent preferred, with some college education or equivalent work experience.

• Openness to obtain specific state-required certifications.

• Valid driver's license and automobile insurance if required for the program.

• Capability to provide a secure remote workspace with high-speed internet when applicable.

• Willingness to travel, including overnight trips, if necessary for the program.

🏝️ Benefits

• Company-sponsored medical, dental, and vision insurance available for eligible employees and their dependents.

• Access to a variety of additional voluntary benefits.

• 401(k) plan available after 90 days of continuous employment.

• Wellness initiatives to support employee health.

• Employee Assistance Program (EAP) for support and resources.

• Accumulated Paid Time Off (PTO).

• Paid Sick Time (PST) for health-related absences.

• 14 paid federal holidays each year.

• Special holiday for employee birthdays.

• Total of 15 paid holidays each year.

• Flexible remote work options available.